Ms C complained that a Welsh Government body had not provided an adequate response to her complaint about the conduct of a member of staff.
The Ombudsman decided that the body did not have a complaints procedure in place. Whilst it had responded promptly when the complaint was first raised, the final response did not provide a clear outcome, leaving Ms C unsure whether her complaint had been taken seriously, upheld, or any action had been taken. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the agreement of the Welsh Government and the body to write to Ms C within 4 weeks to provide a clear outcome to her complaint and to publish a complaints procedure within 8 weeks.